Technical Customer Success Manager - EMEA

PostHog is hiring a Technical Customer Success Manager to manage relationships with larger customers and support their retention and growth. The role combines technical troubleshooting and configuration guidance with customer feedback, commercial questions, and proactive monitoring of account health.

Responsibilities:

• You’ll be the face of PostHog for anywhere from 25-40 paying customers in the $20k-$100k+ ARR range. Some of these customers will have come through our sales process and be well-known to us, while others will have self-served and never talked to us before!
• It'll be your responsibility to ensure that both types of customers stay with us. That means taking care of the technical side (debugging, config advice), the commercial side (pricing questions, credit renewals), and the human side (multi-threading, managing escalations)
• Building relationships with your users. You should know who the key people are at each company, and they should know you
• Owning their feedback and making sure it gets to the wider PostHog team
• Investigating technical issues. You're the first person to dig into customer issues, often solving them yourself rather than immediately passing them to support
• Being super responsive to their Slack messages, support tickets, and emails
• Being their favorite ever Customer Success person to work with!
• More broadly, you'll watch product usage and revenue data so customer health doesn't move into the red, and act early when it does. Your aim is to never be surprised when a customer tells us they are leaving. If you want to build automations to help you do your job here, go for it!

Requirements:

• A customer-obsessed person to take care of a large number of our larger customers
• You'll need to be incredibly helpful, technical enough to help our customers, and solve real problems without asking a sales engineer for help
• You're great at building relationships with customers, understanding their priorities, and ensuring they are set up for success both today and in the long term
• Technically capable. You don't need to be an engineer, but you should be comfortable working with code
• You get how product teams work. You know the roles, how they collaborate, and how they ship features - so you can help them use PostHog to solve real problems
• Strong customer focus. You need to help our users and remove any blockers to them using PostHog effectively – not route them elsewhere and move on
• Able to work at scale. You'll have around 40 customers. You can't treat them all the same, and you won't try to
• Experience working with similar technologies, i.e. developer tools more broadly, or specifically product analytics, session replay, feature flags, A/B testing, data warehouses, or data pipelines
• You've been in a Pre-sales or Technical Account Manager role before, bringing both technical expertise and commercial acumen